Returns & Refund Process

If you need to send a parcel back to the original sender, simply book a new shipment in the opposite direction — use our Shipping Calculator or Order page with the sender's address as the delivery address.

There is no special "return" label process — a standard outbound booking with reversed addresses is the most flexible option.

Shipping fees are non-refundable once a parcel has been collected by the carrier. Refunds may be issued in the following circumstances:

• Order cancelled before collection: Full refund issued within 3–5 business days.
• Carrier failed to collect on the booked date: Full refund or rebook at no charge.
• Significant delay beyond the guaranteed transit time (where a guarantee applies): Partial refund or credit may be available — contact support within 7 days of the expected delivery date.
• Parcel lost in transit: Full refund plus compensation subject to insurance cover (see below).

See our full Refund Policy for complete terms.

If your parcel arrives damaged or is lost, follow these steps:

1. Photograph the damage immediately — before removing contents or disposing of packaging. Photos are required for all claims.
2. Contact us within 48 hours of the delivery date (damaged goods) or within 7 days of the expected delivery date (lost parcels).
3. Provide: your order/tracking number, description of damage, photos, and an estimate of the value lost.
4. We will lodge a claim with the carrier on your behalf. Carrier investigation typically takes 5–15 business days.
5. If the claim is approved, compensation is paid to your OctaveLogistics wallet or via bank transfer.